Healthdirect Australia Help Center

    Troubleshooting: Issues identified in a pre-call test

    Who needs this information: All callers experiencing issues during a test call

    When Video Call users run a pre-call test, Video Call runs a short series of tests to check that your device is able to conduct a successful video consultation.

    Should any of the pre-call test steps fail, click on the icons below for help

    Example of a test with failed results


     Web Browser 

    Ensure that you are using one of these web browsers:

    • (Windows, Android, MacOS) Google Chrome (recommended): Version 70 or later. Firefox: Version 68 or later

    • (MacOS, iOS) Apple Safari: Version 11.4 or later

    What browser am I using now?


    How do I know if I have the latest browser version?

    Check what version of browser you are using: https://www.whatismybrowser.com 

    This website displays the name and version of the web browser you are currently using.






     Camera test 

    • Ensure your camera is working if it is in-built in your PC/Mac/mobile device

    Using a Windows PC

    On a Windows PC go to Search in your task bar and type ‘Camera’. The camera app will open and you will see your camera image – you can switch cameras if you have more than one available. Make sure you can see yourself.




    Using a Mac

    On a Mac open the Photo Booth application and make sure you can see yourself.




    • If you are using an external camera, for example a USB camera, ensure it is firmly plugged in and detected by your computer.  

            Tip: Unplug the camera and plug it in again. This forces your computer to try and detect it.

    • Ensure there is no other software such as Skype or a video conferencing client running on your device and using your camera. It is best to completely close all these other applications when you are using Video Call.


    Microphone test 

    • Go to your Sound settings and check you have the correct input (microphone) selected:

    Using a Windows PC


    Go to Search in your task bar and type in Sound. Navigate to the sound input settings.





    Using a Mac

    Go to System Preferences, click on Sound and check the device selected under Input.





    • You can also select your microphone from your Chrome browser settings:

    Using a Windows PC

    1. In a Google Chrome browser, open a new tab.

    2. In the address bar, enter chrome://settings/content/microphone.

    Google Chrome's Microphone settings page opens.

    3. Select the microphone you want as your default from the drop-down list.


    Using a Mac

    1. In a Google Chrome browser, Click on settings and type in ‘Site settings’

     

    Open site settings and click on Microphone

     

    1. Select the microphone you want to use from the drop-down list.

     



    • If you are using an external USB microphone, ensure it is firmly plugged in. You can also unplug it and plug it again as this forces your computer to re-detect it.
    • Ensure your microphone volume is set adequately, especially if you have volume control on your external headset.
    • Ensure, there is no other software such as Skype or a video conferencing client open on your device and using your microphone. It is best to completely close all other applications that access your microphone and camera when you are using Video Call.
    • If you have a USB echo-cancelling combined microphone/speaker unit, make sure it is selected for use as both the microphone and speaker.



    Connection test 

    Video Call system is designed to work in as many different corporate or institutional networks as possible, with little to no special network configuration required.

    Each Video Call Management Console user's device must have access to the Internet via secure port 443. This is the same access requirement as for other secure internet websites.

    For the Video Call to be optimised, network access must be allowed to vcct.healthdirect.org.au via port 3478 using UDP protocol 

    You may be attempting to make a Video Call from a large health/corporate organisation or hospital network. Double check with your IT department that the network firewall rules (if you are on a hospital or large health organisation network) are maintained as below:

    • Protocol: UDP
    • Destination Port: open 3478
    • Allow STUN/TURN server address: vcct.healthdirect.org.au

    A good broadband connection is required 

    (minimum speed is 350Kbps upstream and downstream for Video Call). 

    Test your speed here: https://www.speedtest.net/

    If using your mobile phone or tablet, a good 3G/4G mobile signal should be adequate for Video Call.




    If the troubleshooting steps above do not solve your issues please contact your local Telehealth support and they will assist and escalate further if required. 

    Can’t find what you’re looking for?

    We are currently setting up a GP-specific support line.

    In the meantime please use these other support options.

    Email support

    or speak to the Video Call team on 02 8069 6079

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